Customer Support Specialist

About the role

Our client is seeking a Customer Support Specialist to support warranty claims, product returns, and technical troubleshooting for hydronic heating equipment. This is a great opportunity for someone with HVAC, plumbing, boiler, or hydronics experience who is interested in moving into a more office-based technical support role. Location: Warwick, RI (Hybrid After Training). Type: Contract-to-Hire.

Responsibilities

• Process warranty claims, returns, credits, and replacement requests
• Support customers, contractors, distributors, and internal sales teams
• Respond to customer inquiries via phone and email
• Troubleshoot product and equipment issues
• Review and inspect returned products for warranty eligibility
• Investigate equipment failures and document findings
• Process transactions within ERP, CRM, and ticketing systems
• Maintain accurate records of warranty claims and customer interactions
• Generate reports and monitor warranty trends
• Collaborate with customer service, warehouse, production, and technical teams to resolve issues
• Assist with product recall documentation and related activities

Qualifications

• Experience with hydronic heating systems, boilers, HVAC equipment, plumbing systems, or related products
• Strong troubleshooting and problem-solving skills
• Excellent customer service and communication abilities
• Ability to manage multiple priorities in a fast-paced environment
• Strong attention to detail and organizational skills
• Proficiency with Microsoft Office, including Excel
• HVAC, boiler, plumbing, or hydronics service experience
• Technical support or customer support experience
• SAP or other ERP system experience
• CRM or ticketing system experience
• Previous warranty, returns, or claims processing experience
• Technical training or education in HVAC, plumbing, heating, or controls

Pay

The pay range for this position is $25.00 - $30.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)